ACB Insurance | Personal Insurance | Motor Insurance | Claims Operations
About the Role
The Head of Claims Assessment & Claims Management is responsible for leading claims operations across Personal Insurance and Motor Insurance, ensuring fair, timely, and compliant claims settlement while optimizing customer experience, operational efficiency, and risk control.
Key Responsibilities
Claims Operations Management
- Lead and oversee end-to-end claims assessment and settlement for Personal and Motor Insurance.
- Review and approve complex, high-value, disputed, or sensitive claims cases.
- Ensure consistent application of policy terms, claims procedures, and authority limits.
Claims Quality & Fraud Control
- Monitor claims quality, SLAs, reserves, operational costs, and outstanding claims.
- Develop and implement fraud detection and claims leakage prevention measures.
- Lead investigations of suspicious claims and recommend corrective actions.
Partner Network Management
- Manage relationships with hospitals, medical providers, garages, loss adjusters, and service vendors.
- Monitor service quality, costs, performance standards, and customer satisfaction.
- Ensure an effective and scalable claims service network.
Customer Experience & Business Improvement
- Improve claims processes and customer journeys to ensure transparency and efficiency.
- Handle escalated complaints and reputation-sensitive cases.
- Drive continuous improvement initiatives based on customer feedback and operational insights.
Digital Transformation & Analytics
- Support the development and enhancement of Claims Management Systems.
- Participate in business requirement design, UAT, and process automation initiatives.
- Analyze claims data, loss trends, fraud indicators, and portfolio performance to support business decisions.
Leadership & Team Development
- Lead, coach, and develop Claims teams across Personal and Motor Insurance lines.
- Build technical capabilities, succession plans, and a customer-centric culture.
- Drive high performance, accountability, and operational excellence.
Requirements:
Education
- Bachelor's degree or above in Insurance, Finance, Economics, Law, Business Administration, or related fields.
Experience
- Minimum 7 years of experience in non-life insurance claims, with strong expertise in Personal and/or Motor Insurance.
- At least 2 years of leadership experience in Claims Assessment or Claims Management.
- Experience managing large claims portfolios, fraud cases, and partner networks is highly preferred.
- Experience in Claims Systems, digital transformation, or process improvement projects is an advantage.
Professional Expertise
- Strong knowledge of:
- Personal & Motor Insurance Claims
- Policy Coverage & Liability Assessment
- Claims Reserves & Recoveries
- Insurance Fraud Management
- Claims Governance & Regulatory Compliance
Skills
- Claims Management & Claims Operations
- Fraud Investigation & Risk Control
- Partner & Vendor Management
- Customer Experience Management
- Data Analytics & Reporting
- Process Improvement & Automation
- Leadership & Team Development
- Stakeholder Management
